Business Automation: a Solution That Will Definitely Boost Your Reputation Management
For more than 19 years of custom development, and over 620 successfully released projects, we have gained enough experience to clearly understand: satisfied customers are the most valuable business capital in almost every industry.
If your customers’ expectations are met, they will recommend your company to their relatives, friends and colleagues. Moreover, every time it comes to your industry, your company will be the first thing that pops into your customers’ minds. And on the contrary, if your employees have any misunderstandings working with people, negative reviews on the Internet will just be a matter of time.
According to a Benchmark Customer Gauge survey, customer loyalty is an essential instrument that directly influences the growth of the corporate income. 46% of the companies with a high level of customer service consider it their tool of profit, and the return on investment in customer service reaches up to 3.2 points.
It is especially important to develop your customer service, having a large number of competitors in your industry, in order to be better and more successful than them. How do you get to do that? The answer is below.
Learn From Your Competitors’ Mistakes
Here is a typical case based on our business automation project for a wide network of private clinics.
Our client, one of the European market leaders, has studied the customers’ reviews of his competitors, concentrating on the dissatisfied ones:
As you can see, the most negative instances appear:
- If the medical staff of the clinic had not warned a client about a rendered service that was not covered by insurance.
- If the medical staff does not pay enough attention to the client.
- If the drugs were chosen incorrectly due to the incompetence of the medical staff.
- If met with impolite and unqualified staff.
How should the CEO respond to this information? The first and most frequent desire may be to take charge of every single process in company or to begin tracking employees’ actions. Unfortunately, that approach is completely inappropriate and unhealthy — very unlikely, you will have time even to sleep, let alone foster the business development.
The Only Cure
There is, however, one thing that can fine-tune all business processes in almost any company — an automation system.
We have accumulated extensive experience in the development of enterprise management systems, so we were able to offer the perfect solution to our client (who preferred to keep his business processes undisclosed).
There are many ready-made “boxed” CRM-systems on the market, but they did not fully satisfy the client’s request — some of them were inconvenient, some had an extremely overloaded interface. And the key moment was that some of them just did not affect the company’s unique business processes at all.
You need to define the magnitude of the problem in order to address it. We have built several charts based on the statistics of the reviews:
This chart provides full information on each employee:
In collaboration with the clinic, we have identified the communicational ways with all types of patients. The database of all communications was used as the basis of the automation. Since we have automated this part, each medical employee can now quickly get information on every patient: medical chart, allergic reactions, insurance, contacts and so on.
Thus, communications are faster and more efficient, and in case of any negative feedback, the clinic has convenient tools for analysis. Medical staff can view the entire history of the interaction with the client, identify the real essence of the problem and propose a reasonable solution.
In addition, our automation system takes into account all patient care indicators and KPI of each employee — this is necessary for control and fair wages. We have developed a CRM system, based on SuiteCRM, and added lots of new custom-made modules which this enterprise required. This CRM is a hybrid solution that will develop along with the client’s business itself.
Particularly, one of the automation modules developed allows the clinic to evaluate the workload of employees with the following parameters:
- Reports on the patients.
- Medical procedures performed.
- Time reports.
- Prescribed drugs and further procedures.
- Total number of procedures and clients.
After the implementation of the CRM system, our client noted that the transparency of all working processes has increased:
- The system records all important processes of the medical business.
- The business owner can track all stages at which mistakes are made by the staff.
- Sometimes there is no mistake at all, just an annoying client. Our system helps to identify it by looking through all communications in the clinic.
- When mistakes are known, it is much easier to correct the situation: update the motivational system, conduct trainings, etc.
And that is not all — with the help of this CRM system, the cliniс can introduce advanced business development tools:
- Analytics system — to get more information about each business stage.
- Advanced marketing system — to define most effective/useless sources of promotion.
- Machine learning system — to identify most common patterns in business.
In Conclusion
As a result of automation, the whole cliniс network has begun to work more efficiently. Firstly, the medical staff now operates with a single database. Secondly, thanks to the automation of the remuneration system, employees are now interested, themselves, to work more professionally in order to avoid any negative reviews from customers.
Under the terms of the agreement with the clinic, we can’t disclose any details of this case, but you can find more information about our approach here.
About us: SimbirSoft is a modern IT-company, specialising in the implementation of end-to-end software & mobile development projects. Within 19 years, we have developed more than 620 IT solutions: enterprise automation systems, highly loaded systems, mobile applications, Machine Learning & Data Science solutions, embedded software. Today we collaborate with many international companies such as ABBYY, Burger King, Intland Software, Avactis. Our full portfolio is here.
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